You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. If you're fueled by purpose, and powered by persistence, explore a career with us. The Verizon Value Organization is Verizon's portfolio of prepaid brands: Verizon Prepaid, Visible, Total by Verizon, Straight Talk, Tracfone and more - serving millions of customers through multiple channels. Our mission in the Value Organization is to build a better-connected world through accessible, quality wireless for all. This role focuses on supporting the Verizon Prepaid brand digital customer experience where we create and improve digitally-led experiences for our customers, while striving for reliable, simple, exceptional world-class journeys.
About this role
As a Senior Experience Specialist of Experience Management, you will support, develop, identify and implement strategies to drive growth, increase revenue, reduce cost and improve digital engagement for our customers. Your job will involve understanding our customer needs and stakeholders while supporting strategies as part of a large team to deliver exceptional experiences across the customer lifecycle, which includes the Learn, Shop, Onboarding and Manage key stages of the users E2E journeys with Verizon.
This role will be supporting an experience area under the direction of the Senior Manager - Experience Management as part of all Prepaid digital channels. Join us in redefining digital customer journeys that set a new standard for the Verizon Value brand customer experience.
What you'll be doing...
Strategic Thinking & Innovation:
Identify opportunities to reimagine and revolutionize customer experience across Verizon value products.
Analyze competitive benchmarking to seize new opportunities.
Monitor and forecast customer experience trends and impacts with market studies and research across industries for insights on new customer experience trends.
Customer Understanding & Journey Mapping:
Participate in user research and observation of user tasks.
Understand customer journeys across various transactions and identify process gaps and opportunities.
Integrate business requirements to transform the user's mental model into concept development.
Solution Design & Delivery:
Deliver service improvements to improve the customer experience.
Work across teams to eliminate unnecessary processes, implement new ways to enhance customer experience, and deliver tangible improvements.
Develop agile epics, themes, and detailed user stories for end-to-end development.
Define solution requirements (user stories) and drive them through the delivery process in support of lifecycle transformation initiatives.
Write, review, and manage user stories, acceptance criteria, and product portfolio.
Collaboration & Influence:
Influence business and technology partners to support proposed improvements.
Participate in customer experience focus group sessions with business, designers, and technology leaders.
Provide expertise across internal teams, including Digital Ops, Engineering, Product, UX Design, Business Transformation, and other organizations.
Collaborate with UX, GTS, and other cross-functional teams on design sprints.
Product & Process Optimization:
Run discovery sessions and bi-weekly agile sprints.
Lead new product launches and product redesigns for optimal customer experiences.
Organize feature backlog to optimize delivery aligned with business priorities.
Identify, triage, and prioritize production bugs.
Manage and prioritize backlogs.
Gather, evaluate, and document requirements for processes and transactions.
Measurement & Reporting:
Use Journey Net Promoter Score and other metrics to measure improvements over time.
Develop reports that provide an overview of product performance.
Release Management & Stakeholder Engagement:
Support test plan design for experience functionality.
Understand the process for releasing products, including stakeholder identification and negotiation with key partners to provide the best outcome considering business constraints.
This role is a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday)
What we're looking for...
You're curious about new trends and technologies and the game-changing possibilities it creates. You'll research to understand the current state of customer service experiences, learn what they want, and how we can improve. What you build is new but somehow reflects exactly how people prefer to navigate. You understand and balance both the user and the business perspective. You understand and meet the needs of stakeholders and that is your strength while still maintaining your own vision and point of view. You hold the firm belief that different perspectives create the best solutions and groundbreaking new Concepts. Knowing what customers want and need, you'll make recommendations to guide our strategy and implement new ways to make the customer experience even better.
You'll need to have:
Bachelor's degree or four or more years of work experience.
Four or more years of relevant work experience.
Experience with Figma, Sketch, Adobe XD and/or related tools.
Must be highly proficient with JIRA.
Experience with Adobe Creative Cloud.
Experience with Smart Sheets and/or Google Suite.
Ability to digest and translate complex UX and technical requirements into intuitive experiences.
Four or more years of experience managing Business Process and Solutions.
Experience with UX & Experience in Design.
Design experience in Customer facing applications/products.
Experience in NPS tracking and improvements.
Experience in Design Thinking concepts.
Even better if you have one or more of the following:
A degree in CX Management
Portfolio examples of enterprise applications and shopping journey samples.
A degree in design or Master's degree in Computer Science or relevant.
Strong knowledge of industry wide best practices when it comes to customer experience.
A strong sense of style with impeccable design fundamentals.
Ability to manage multiple priorities and meet tight deadlines.
Agile experience.
Training on user experience (UX) from a qualified institution (Human Factors International etc.)
Ability to give constructive criticism and challenge co-workers to think at their best.
Certification on leading UX skills & Analytics tools
Strong knowledge in industry leading CXM Platform (AEM, Medallia, Glassbox etc.).
Why Verizon?
Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.
We are a 'pay for performance' company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.
Your benefits are market competitive and delivered by some of the best providers.
You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.
We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements.
Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.
You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.
Your benefits package will vary depending on the country in which you work.
subject to business approval
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.
Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.